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Quizzes > Quizzes for Business > Technology

Take the IT Support Technician Knowledge Quiz

Assess Your Technical Support Skills Now

Difficulty: Moderate
Questions: 20
Learning OutcomesStudy Material
Colorful paper art promoting an IT Support Technician Knowledge Quiz.

Ready to evaluate your technical support prowess? Joanna Weib invites aspiring IT professionals to tackle the IT Support Technician Knowledge Quiz, designed for those wanting to sharpen their troubleshooting and networking skills. Candidates preparing for the IT Technician Knowledge Quiz or refreshing core concepts can benefit from this practical test. Answers and feedback are fully editable in our editor, making customization effortless. Explore more challenges in quizzes or deepen your expertise with the Technical Support Knowledge Test .

Which component is responsible for converting AC power from an outlet into DC power for computer components?
Random Access Memory (RAM)
Central Processing Unit (CPU)
Power Supply Unit (PSU)
Graphics Processing Unit (GPU)
The Power Supply Unit (PSU) converts alternating current (AC) from the wall outlet into the direct current (DC) voltages required by the computer. Other components like the CPU and GPU rely on the voltages provided by the PSU to operate.
Which Windows utility displays the current IP address configuration?
tracert
nslookup
ping
ipconfig
The ipconfig command is used in Windows to display the current TCP/IP network configuration, including IP address, subnet mask, and default gateway. Tools like tracert and nslookup serve different diagnostic purposes.
What is the primary purpose of booting Windows in Safe Mode?
To encrypt the system drive automatically
To increase system performance during normal use
To install software updates more quickly
To load only minimal drivers and services for troubleshooting
Safe Mode starts Windows with a minimal set of drivers and services to help isolate and troubleshoot software and driver issues. It prevents non-essential applications and drivers from loading, which can resolve conflicts.
Which type of storage device uses flash memory and has no moving parts?
Optical Drive
Tape Drive
Solid State Drive (SSD)
Hard Disk Drive (HDD)
Solid State Drives (SSDs) use flash memory to store data and have no mechanical parts, resulting in faster access times and greater reliability. Hard Disk Drives, optical drives, and tape drives all rely on moving components.
Malware that pretends to be legitimate software to trick users into installing it is known as what?
Trojan horse
Rootkit
Adware
Worm
A Trojan horse disguises itself as or is embedded within legitimate software to trick users into running it. Worms replicate themselves across networks, while rootkits hide their presence and adware displays unwanted advertisements.
Which protocol is used to translate domain names to IP addresses?
FTP
DHCP
SMTP
DNS
DNS (Domain Name System) resolves human-readable domain names into IP addresses that computers use to communicate. DHCP assigns IP addresses to devices, while FTP and SMTP serve file transfer and email functions respectively.
A user reports slow network performance. Which command would help identify packet loss on the network path?
tree
netstat
ipconfig
ping
The ping command sends ICMP echo requests to a target host and measures packet loss and latency, helping identify connectivity or network quality issues. The other commands do not test packet-level performance.
Which port number does HTTPS use by default?
21
443
80
25
HTTPS uses TCP port 443 by default to secure HTTP traffic with TLS/SSL encryption. Port 80 is used for unencrypted HTTP, 21 for FTP, and 25 for SMTP email delivery.
When performing remote desktop support, which protocol does Windows Remote Desktop use by default?
RDP
SSH
Telnet
VNC
Windows Remote Desktop uses the Remote Desktop Protocol (RDP) by default to provide graphical remote access to Windows systems. SSH and Telnet are command-line oriented, and VNC is a separate remote desktop standard.
To ensure a Windows system applies security patches automatically, which feature should be enabled?
System Restore
Windows Update
BitLocker
Windows Defender
Windows Update is the Windows feature responsible for downloading and installing operating system patches and security updates automatically. Defender provides malware protection, System Restore manages snapshots, and BitLocker handles drive encryption.
A user cannot log in because their password has expired. Which tool should you use to reset their password in an Active Directory environment?
Computer Management
Registry Editor
Disk Management
Active Directory Users and Computers
Active Directory Users and Computers is the Microsoft Management Console (MMC) snap-in used to manage user accounts, including resetting expired passwords. Disk Management handles volumes and Computer Management and Registry Editor serve other purposes.
Which RAID level provides data striping without redundancy?
RAID 1
RAID 0
RAID 10
RAID 5
RAID 0 stripes data across multiple disks to increase performance but offers no redundancy, so data loss can occur if a disk fails. Other RAID levels include mirroring or parity for redundancy.
What Windows feature allows you to schedule and automate routine maintenance tasks?
Disk Cleanup
Task Scheduler
Device Manager
Event Viewer
Task Scheduler is used to create and manage scheduled tasks that run automatically at predefined times or in response to events. Event Viewer logs events, Disk Cleanup removes files, and Device Manager manages hardware drivers.
During troubleshooting, the help desk follow-up call to confirm resolution exemplifies what best practice?
Customer follow-up
Escalation
Preventive maintenance
Root cause analysis
Customer follow-up involves contacting the user after resolution to ensure their issue is fully resolved and to gather feedback, improving satisfaction. Escalation and root cause analysis serve different aspects of problem management.
What feature in Windows can analyze performance and resource usage over time for system optimization?
Disk Cleanup
File History
Device Manager
Performance Monitor
Performance Monitor collects and analyzes performance data such as CPU, memory, and disk usage over time, aiding in troubleshooting and capacity planning. Disk Cleanup removes files, Device Manager manages hardware, and File History handles backups.
In an environment requiring secure certificate-based authentication, which component validates digital certificates against revocation lists?
DHCP server
OCSP responder
NTP server
DNS server
An OCSP (Online Certificate Status Protocol) responder provides real-time certificate status by checking revocation lists. DNS, DHCP, and NTP servers serve name resolution, IP assignment, and time synchronization respectively.
You need to segment a network into subnets that each support up to 30 hosts. Which subnet mask would be most appropriate?
255.255.255.0
255.255.255.248
255.255.255.224
255.255.255.192
A /27 mask (255.255.255.224) provides 32 IP addresses, of which 30 can be assigned to hosts. The other masks supply too few or too many host addresses for the requirement.
Which Group Policy setting enforces password complexity requirements across a Windows domain?
Password Policy
Account Lockout Policy
Audit Policy
Security Options
Within Group Policy, the Password Policy section under Account Policies contains settings such as 'Password must meet complexity requirements.' Account Lockout Policy controls lockouts, and Audit Policy and Security Options address logging and miscellaneous security settings.
When analyzing disk I/O performance bottlenecks on a server, which Performance Monitor counter category is most relevant?
Memory
PhysicalDisk
Processor
Network Interface
The PhysicalDisk category in Performance Monitor tracks disk read/write rates, queue lengths, and latency, which are key indicators of disk I/O performance. Processor, network, and memory counters do not directly measure disk activity.
Which PowerShell cmdlet allows an administrator to remotely execute commands on multiple computers for bulk troubleshooting?
Set-Service
Test-Connection
Invoke-Command
Get-Process
Invoke-Command runs commands on local or remote computers in parallel, making it ideal for bulk administration and troubleshooting. Get-Process and Set-Service manage local processes and services, while Test-Connection checks connectivity.
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Learning Outcomes

  1. Analyse hardware and software issues for effective troubleshooting
  2. Identify network components and protocols essential for support tasks
  3. Apply best practices in system maintenance and security measures
  4. Demonstrate efficient remote support and communication techniques
  5. Evaluate operating system configurations for optimal performance
  6. Master customer service skills in technical assistance scenarios

Cheat Sheet

  1. Master Problem-Solving Techniques - Think of yourself as a tech detective: analyze logs, recreate user steps, and uncover the root cause with logical precision. These skills will help you swiftly diagnose and resolve both hardware and software glitches without breaking a sweat. The Knowledge Academy Blog
  2. Understand Network Components and Protocols - Get hands-on with routers, switches, and firewalls while exploring protocols like TCP/IP. This foundational knowledge empowers you to configure, monitor, and troubleshoot networks like a pro. Cisco Press CCST Guide
  3. Implement System Maintenance Best Practices - Keep systems humming by scheduling regular updates, backups, and health checks. Proactive maintenance not only boosts performance but also wards off potential security risks. Cisco Press Maintenance Edition
  4. Enhance Cybersecurity Awareness - Stay one step ahead of cyber threats by learning about phishing, malware, and multi-factor authentication. A security-savvy mindset will help you protect sensitive data and defend systems effectively. American Profession Guide on Security
  5. Develop Effective Communication Skills - Bridge the gap between technical jargon and everyday language by tailoring your explanations to each user's comfort level. Clear, concise communication builds trust and speeds up problem resolution. Reference.com Support Skills
  6. Practice Patience and Empathy - Remember that tech troubles can be stressful. A calm, empathetic approach reassures users, making them feel heard and supported while you work through the fix together. Reference.com Soft Skills
  7. Gain Proficiency in Remote Support Tools - Master remote desktop apps and collaboration platforms so you can assist users anywhere in the world. Quick connections and clear guidance turn virtual support into a seamless experience. Cisco Press Remote Support Tools
  8. Understand Operating System Configurations - Dive into Windows, macOS, and Linux settings to optimize performance and security. Knowing where to tweak system parameters makes you the go-to expert for OS-related issues. Cisco Press OS Configurations
  9. Develop Customer Service Excellence - Cultivate a customer-first mindset by actively listening, setting clear expectations, and following up on solutions. A positive support experience turns users into loyal advocates. Euro Systems IT Support Skills
  10. Embrace Continuous Learning - The tech world never stops evolving, so neither should you. Stay curious, enroll in courses, and experiment with new tools to keep your skills fresh and future-ready. The Knowledge Academy Blog
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